ServiceNow Field Service Management (FSM) – Paris Practice Test

These questions are part of the practice quiz. Start practicing

• Which maps provide routing capability in ServiceNow FSM?
• What determines the order in which single or multiple agents complete a set of tasks?
• Which statement best describes the distance-based matching data points used in the system?
• What is created automatically when an agent is assigned?
• What is a key data point to collect when gathering information on groups, users, customers, and contacts for FSM?
• What happens when Dynamic Scheduling runs immediately?
• Which option represents the no-code approach used to normalize problematic data during import?
• Which field service model is primarily concerned with restoring service after a fault occurs?
• Which option corresponds to 'Reassignment: reassign unassigned'?
• How many predefined screen patterns are provided?
• Which term refers to the set of reasons for rejecting tasks?
• Which statement describes the task assignment behavior described in the source?
• Which field service model is described by break-fix events and typically triggers a Work Order after a fault is detected?
• What term describes the rules that govern how tasks are ordered?
• Work notes are required to close or cancel a request or task. Which states trigger this requirement?
• In FSM, what is the purpose of the Google Maps API for Business?
• What does the default weight for a matching criterion determine?
• Which configuration category is not supported in FSM without customizations?
• What factors are considered to calculate the best travel route?
• Which feature uses geolocation data to display tasks and agents in the field?
• Which feature is enabled by default out-of-the-box (OOB)?
• The Qualification group is automatically set when the work order state changes to which state?
• If a task has an upstream task that is unassigned, the downstream task does not get assigned.
• What happens to downstream tasks when they are unassigned?
• The FSM Tasks feature is best suited for which type of work?
• When qualification is automatic, what happens to a work order task?
• Which setting requires approval for new requests?
• Qualifier assigned a dispatch group to the task. An Agent can now be assigned.
• Which component serves as the central hub where work orders can be dispatched and tasks can be moved via drag-and-drop on the Central Dispatch board?
• What is the low code solution when importing problematic data?
• Which system property, when enabled, allows a technician to have multiple tasks scheduled at the same time?
• Which term refers to the overall approach of organizing geographic locations into defined territories for field service management?
• Which statement describes Initiator's action as per the source material?
• Which term relates to scheduling in FSM?
• What is the default Agent Work Schedule in the system?
• Which statement best describes a final status when presenting an order summary that denotes all work is finished?
• Which data point is used to measure how far an agent is from a task location when matching tasks?
• Customer Service Agents can create and view a work order here.
• What term describes the times a field agent is available to work in FSM?
• Which license is required for Geolocation in FSM?
• How many assignment groups can a single Dispatch group cover?
• What is the next status after Draft (work order) in the described lifecycle?
• If a downstream task is assigned and the upstream task gets reassigned, dynamic scheduling attempts assign the upstream task before the start of the downstream task.
• If qualification grouping is disabled, what happens to the Qualification group field on the work order form?
• Which role schedules tasks, adds necessary parts, assigns tasks to FS agents; can source parts and create tasks as needed?
• Unique group types used by FSM.
• The route calculation uses which inputs to estimate travel time and distance?
• Which of the following is a data point in a task filter's criteria selection?
• When running dynamic scheduling for a subset of tasks, what is the recommended maximum number of tasks?
• What is the coding solution when importing problematic data?
• Dynamic scheduling goes to the rule with the next highest execution order only when these two factors are present.
• Which statement best describes the system's behavior when a route cannot be optimized?
• What must be enabled to use a task-driven lifecycle?
• What does Maturity Level 1 - Modernize focus on?
• What is required for an agent to be eligible for task matching in the scheduling system?
• Does FSM have an ITIL equivalent?
• Which concept represents the hierarchical arrangement where every location except the top level has a parent?
• If a task has an upstream task that is assigned a lower priority, the downstream task is not assigned until the upstream task is assigned.
• To enable the mandatory skills feature for dynamic scheduling, which system property must be enabled?
• Which term refers to the repository of best practices in FSM?
• Which component provides a list and calendar view of unassigned tasks and supports drag-and-drop to assign and dispatch tasks on the Central Dispatch board?
• After the Dispatcher has assigned one or more WO tasks to a field service agent, what is the status?
• In the Work Order lifecycle, what is the final state reached after all tasks are completed?
• Which setting adds 'Awaiting Qualification' and 'Qualified', then removes 'Ready for Dispatch'?
• FS agent accepted this assigned task. If rejected instead, task state returns to 'Pending Dispatch'.
• Used to create Questionaires.
• In ServiceNow FSM, what is the order for determining the appointment time zone?
• What term identifies specific lists of tasks and is executed from lowest Execution Order to highest?
• The items "Task with downstream, breach SLA in 5 hours, Part sourced and Has appointment" are provided as examples of what?
• Which term describes a task that enforces precedence relationships in a workflow?
• What is the first status listed for downstream tasks in the sequence?
• Which option represents the collection of elements that drive dynamic scheduling?
• Which FSM roles inherit the inventory control role?
• The field that displays the next scheduled run time for planned maintenance is called:
• Which state describes the period after a dispatch group has been assigned to a task and before an agent is assigned?
• What is the final state of a Work Order automatically set when all tasks are completed?
• Which option defines the maximum hours per week that can be added to a timesheet?
• The work order is no longer necessary or is a duplicate. The Work Notes field must have an entry to save with this state. What is this state?
• What is the final activity in the listed Work Order lifecycle?
• FS agent completed work, added 'Work notes' entry, clicks 'Close Complete'.
• Dispatcher assigned a FS agent to the task.
• Which task filter criterion is used for mandatory skills in dynamic scheduling?
• Which of the following is NOT a default FSM rate card option?
• Which plugin extends the Time Card Management app to FSM and requires FSM and Time Recording for Field Service plugins?
• Which notification method uses Twilio to contact the driver directly?
• Which role qualifies work orders by assigning dispatch groups, creating work order tasks, and adding part requirements?
• In Time Recording, which category is used to classify different types of work?
• Qualifier has created this task.
• If a maintenance schedule is set to Duration, what does that imply about the maintenance window?
• Which cadence option can operate either immediately or on a set interval?
• The maintenance schedule can be set to which value?
• In Planned Maintenance, which admin role name is used?
• Which input is recommended as part of FSM best practices?
• What status is recorded when work on a task is canceled without creating a new task?
• If the Use Google Maps API for travel time estimates setting is enabled, which options can be chosen to calculate time and distance?
• Which task state indicates incomplete work and causes the parent Work Order to take the same state?
• What are the Objects for Dynamic Scheduling in FSM?
• In ServiceNow FSM, what does the system use to determine the best travel route?
• What can you do with a Matching Criterion in ServiceNow FSM?
• Which field service model covers complex, coordinated work such as customer onboarding, installations, reconfigurations?
• What happens when a task route cannot be optimized?
• Which data point is not listed under Utilize for distance calculations?
• Which item creates a Catalog Item by default and allows auto creation of tasks with dependencies?
• What is the purpose of Transfer Order Line Tasks?
• In a no-code or low-code environment, where are basic applets, actions, and functions configured?
• Which option represents the Default Labor Rate Cards?
• Which table is given as an example where a copied matching criterion can be configured for use?
• From Stockroom is auto-populated only if which condition is met?
• Which feature is not available unless a Google private key and client ID are configured?
• OOB WOs must each have this.
• Which task type is described as OOB (out-of-the-box) in the material?
• What term describes the process of assigning a set of geographical locations to an individual or group, resulting in a defined territory?
• Used to easily solve work order scheduling conflicts.
• Can new screen patterns be created?
• Which data item is explicitly kept in the matching_dimension table for distance calculations?
• How many items are listed in the Matching Criteria list?
• Which status indicates the dispatcher has completed task assignment to field service agents?
• Which role performs work and records details in WO form, parts used and expenses?
• Which plugin is associated with the Project Portfolio Management integration in FSM, identified by the code com.snc.wm_ppm?
• Which of the following options lists all common FSM integration scenarios?
• Which feature is labeled as OOB Task Filters?
• If a task has an upstream task that is assigned, the downstream task does not start until the upstream task is completed.
• If one or more tasks are set to Closed Incomplete, the work order automatically adopts which state?
• Which set includes Geolocation, Skills, Parts, Availability, Task windows, and Task dependencies?
• Which item is identified as not supported in FSM without customization?
• To configure work orders and work order tasks to use the task skills, which table should be configured?
• FS agent cannot complete work, adds the reason in the 'Work notes' field, clicks 'Close Incomplete'. The parent WO is then set to the same state.
• What license is required to use Geolocation in FSM?
• What is the correct sequence of FSM maturity levels from Modernize to Innovate?
• Task filter matching criteria used to consider how far away agents are from the location of their selected task.
• Which action label corresponds to running dynamic scheduling manually on a subset of tasks?
• After the Qualifier has added necessary info, tasks, part requirements and assigned a dispatch group, what is the work order status?
• Which task state indicates that the work has been completed and the task is closed?
• The ranking method states that lower criterion values yield higher rankings. This approach is a good fit for which criteria?
• Which item enables auto-creation of tasks with dependencies when creating a catalog item?
• Which statement best describes the relationship between a Dispatch group and an Assignment group?
• Can a maintenance run be executed On Demand?
• Which API is used for Geolocation in FSM?
• What is a Work Block in FSM?
• Which mechanism is used to prioritize lists of tasks within maintenance work?
• Which factors constitute the three primary elements FSM relies on for task management?
• Which stockroom action corresponds to delivering items directly to the agent and skipping the Received stage?
• Which option expresses the goals of simplifying work order management and reducing costs?
• Which action does Initiator perform?
• Agent clicked 'Start Travel' control, followed by 'Start Work'.
• What does dynamic scheduling do with the values of the matching criteria and their weights?
• Best practice should be included in which stages?
• Which option indicates a Transfer Order Line Task exists to move lines across stages?
• A task with one or more downstream tasks cannot be unassigned.
• Which plugin is required to synchronize planned and actual dates between a Project Portfolio Management project and an FSM work order?
• In Central Dispatch drag and drop, what happens if a higher priority task is dragged on top of a lower priority task?
• Which component defines constraints that prevent assignment of tasks to agents?
• Which component must be configured by running a mobile migration script to support offline caching in the ServiceNow Mobile UI?
• Which component displays real-time data of operations with filters and task/agent cards?
• An agent has accepted at least one work order task and started work. Which state best describes the work order?
• Which term refers to the repository of best practices in FSM?
• Maintenance Work Orders can be based on which factors?
• Which solution is used when importing problematic data to transform the source rather than scripts?
• FSM's machine learning capability to improve efficiency requires which license?
• Which model focuses on pre-scheduled maintenance activities to prevent failures?
• Which feature allows users to track and review agent activities over a historical period for a work order?
• Classic Mobile UI Applications include a Maintenance Schedule setting based on which factors?
• Which role creates work orders and assigns qualification groups?
• A task dependency can override the task ordering rules when:
• Which feature enables you to record time spent on tasks day-to-day and submit the timesheet in a single action?
• Which feature shows past agent locations on a map?
• Which capability describes the integration of customer service with Field Service Management?
• Which of the following is NOT a component of Dynamic Scheduling Criteria?
• What is the name of the app designed for field agents and dispatchers?
• What value is shown for the Matching Criteria list in the reference material?
• In the scenario where Dynamic Scheduling is run and options are returned to the dispatcher for confirmation, what is the Auto-Assign setting?
• One Qualification group covers what scope?
• Which field service model uses sensors and feedback to indicate a likely service outage?
• Which field service model corresponds to Preventative or Scheduled Maintenance?
• Which practice does ServiceNow recommend to improve FSM success by addressing the people operating the technology?
• The acronym OOB in Un-Assignment Constraints OOB stands for?
• Which option allows using a part without transfer by choosing the same non-personal stockroom for From and To?
• Which role is responsible for adding part requirements and dispatch group during qualification?
• What is the status indicating the WO is awaiting review by the Qualifier?
• The Dispatch group is automatically set on the work order form. Which statement is true?
• System properties and scheduled jobs are related to which area of the platform?
• Which of the following is NOT a listed task rejection reason?
• Which set of unique group types is used by the system?
• In the scenario where Dynamic Scheduling runs immediately and tasks are assigned, what is the Auto-Assign setting?
• What is true about the predefined screen patterns?
• The travel time is calculated using the Estimated Travel Duration field in the work order task when which condition applies?
• Which data points are utilized for distance calculations in matching?
• Work notes are required to close or cancel a request or task when which states are set?
• Which FS Configuration setting controls whether agents can reject an assignment?
• Which of the following is a task rejection reason?
• If Field Agent assigned task rejection is enabled, what happens when an FSM Work Order is closed?
• Which model is used for onboarding and installations requiring multiple, coordinated steps?
• If a task is rejected, what outcome is recorded?
• What happens when using route optimization, in the case that route of all tasks cannot satisfy time constraints of an agent's schedule?
• Which concept describes the structure where all locations attach to a parent location except the top-level locations?
• Which plugin is installed with FSM along with the Planned Maintenance plugin?
• In Central Dispatch Configuration, which items are configured together?
• Which option is NOT part of the FSM work order lifecycle as described?
• In stockroom transfers, which action moves items to the agent's own stockroom?
• What does Transfer Order Line (TOL) refer to in OOB tasks?
• Which term refers to scheduled upkeep tasks?
• Before a dispatch group is assigned, what task state is shown after creation?
• What provides a no-code solution when importing problematic data?
• Is qualification required for new requests?
• Which role approves work orders before qualification or assignment to field service agents?
• Which option allows creating requests using catalog and form or form only?
• In dynamic scheduling, how are the matching criteria ranked and weighed?
• What occurs when tasks are added to a scheduled batch and assigned at the specified interval?
• The Agent Rating (wm_agent_rating) is created after the customer has confirmed closure with which actions?
• Which feature is activated to track agent location more accurately through mobile devices?
• Means this task must be completed before any downstream tasks can be started.
• Two ways to send a publication notice are which?
• Which method is used to override task ordering rules when approval is required?
• When a task is finally closed after the agent finishes, what is the final task state?
• Which tool is used to configure scheduled offline caching?
• Which option lists all six common FSM integration scenarios?
• Which capability is used to resolve scheduling conflicts and optimize task distribution?
• Which field can be set on time worked records, time cards, labor rate cards, and the Worker Portal?
• At Maturity Level 3 - Innovate, which data point drives FSM Domain Separation?
• What does Maturity Level 2 - Transform include?
• What is the feature name for the drag-and-drop task scheduling in central dispatch?
• In Dynamic Scheduling Configuration, which feature allows un-assigning a previously assigned task to reallocate resources?